Telefonieren auf Englisch: Lerne effektiv für Kaufmann-frau für Büromanagement

Question 1

Welche der folgenden Begrüßungsformeln ist am Telefon üblich?

Accepted Answer

Guten Tag

Answer

Auf Wiedersehen

Answer

Danke

Answer

Tschüss

Question 2

Welches Element ist von zentraler Bedeutung für eine aktive Gesprächsführung?

Accepted Answer

Zusammenfassen des Gesagten

Answer

Häufiges Unterbrechen

Answer

Vermeidung von Rückfragen

Answer

Verwendung von Füllwörtern

Question 3

Welcher Ausdruck ist beim Telefonieren unangemessen?

Accepted Answer

Sag mal

Answer

Hallo

Answer

Bitte

Answer

Danke

Question 4

Wie nimmst du einen Anruf auf Englisch professionell entgegen?

Accepted Answer

Hello, this is [Dein Name].

Answer

Hi, who's this?

Answer

Who is calling?

Answer

Speak up, please.

Question 5

Welche Aufgabe gehört nicht zum Tätigkeitsbereich einer Bürokauffrau?

Accepted Answer

Präsentationen halten

Answer

Kunden anrufen

Answer

Bestellungen entgegennehmen

Answer

Notizen von Telefonaten erstellen

Question 6

Wie reagierst du am besten auf einen unfreundlichen Kunden am Telefon?

Accepted Answer

Du versuchst, ruhig und professionell zu bleiben.

Answer

Du beendest das Gespräch.

Answer

Du erwiderst seine Unfreundlichkeit.

Answer

Du bittest ihn, später wieder anzurufen.

Question 7

Welche Eigenschaft sollte ein Telefonklingelton haben?

Accepted Answer

Unauffällig

Answer

Sehr laut

Answer

An den Kunden angepasst

Answer

Melodie des Firmenlogos

Question 8

Was bedeutet die Abkürzung "VoIP"?

Accepted Answer

Voice over Internet Protocol

Answer

Very old Internet Phone

Answer

Virtual online Information Platform

Answer

Voice only Internet Protocol

Question 9

Welche kulturelle Besonderheit gilt beim Telefonieren mit englischen Muttersprachlern?

Accepted Answer

Häufige Verwendung von Höflichkeitsfloskeln

Answer

Anrede mit Vornamen

Answer

Schnelles und lautes Sprechen

Answer

Vermeidung von Augenkontakt

Question 10

Wie wirken sich Körpersprache und Tonfall auf die Kommunikation in Telefongesprächen aus? Erkläre, wie diese nonverbalen Hinweise effektiv genutzt werden können.

Accepted Answer

Körpersprache und Tonfall können die Gesprächsführung verbessern, indem sie Gefühle vermitteln, das Verständnis fördern und eine Verbindung aufbauen.

Answer

Körpersprache und Tonfall haben keinen Einfluss auf Telefongespräche.

Answer

Um Körpersprache und Tonfall effektiv einzusetzen, sind ständige Bewegung und übertriebene Gesten erforderlich.

Answer

Körpersprache spielt in Telefongesprächen keine Rolle, da sie nicht sichtbar ist.

Question 11

Which of the following is NOT an essential element of effective telephone communication?

Accepted Answer

Using complex and technical language

Answer

Clear and concise speech

Answer

Active listening and empathy

Answer

Appropriate tone and volume

Question 12

When dealing with an upset or angry customer, it is crucial to:

Accepted Answer

Remain calm, empathetic, and focus on finding solutions

Answer

Take a defensive stance and argue with them

Answer

Interrupt them to show that you understand their frustration

Answer

Put them on hold indefinitely until they calm down

Question 13

A benefit of using a telephone script is:

Accepted Answer

Ensuring consistency and professionalism in call handling

Answer

Eliminating the need for creativity and spontaneity

Answer

Making the caller feel less comfortable and engaged

Answer

Preventing the possibility of human error

Question 14

Professional telephone etiquette includes:

Accepted Answer

Maintaining a respectful and courteous tone

Answer

Speaking loudly and assertively

Answer

Interrupting the caller frequently

Answer

Using slang or informal language

Question 15

Which of the following is NOT an essential component of active listening?

Accepted Answer

Interrupting to ask questions

Answer

Summarizing the speaker's key points

Answer

Nodding and maintaining eye contact

Answer

Asking clarifying questions

Question 16

When transferring a call, it is important to:

Accepted Answer

Inform the caller of the reason for the transfer and provide clear instructions.

Answer

Put the caller on hold immediately without explanation.

Answer

Ask the caller to call back later.

Answer

End the call abruptly.

Question 17

Which of the following is a recommended strategy for handling difficult customers?

Accepted Answer

Remain calm, professional, and empathetic.

Answer

Argue with the customer to assert your position.

Answer

Ignore the customer's concerns and focus solely on the facts.

Answer

Transfer the call to someone else without explanation.

Question 18

What is a key element of successful telephone communication?

Accepted Answer

Clear and concise speech, using appropriate volume and pace.

Answer

Slow and deliberate pacing, even if it means sacrificing clarity.

Answer

Using industry-specific jargon to demonstrate expertise.

Answer

Avoiding pauses and speaking continuously.

Question 19

Which of the following is NOT a benefit of using a telephone script?

Accepted Answer

Making the conversation sound more natural and spontaneous.

Answer

Ensuring consistency in customer interactions.

Answer

Improving efficiency and saving time.

Answer

Reducing anxiety for inexperienced callers.

Question 20

What is the most effective way to handle a caller who is angry or upset?

Accepted Answer

Listen attentively, empathize with their concerns, and try to find a solution.

Answer

Try to appease them by agreeing with everything they say.

Answer

Interrupt them to take control of the conversation.

Answer

Ignore their emotions and focus solely on the facts of the matter.

Question 21

When answering a phone call in English, the most appropriate way to introduce yourself is:

Accepted Answer

Good morning, you are speaking to [Your name].

Answer

Hello, this is [Company name].

Answer

May I help you?

Answer

Thank you for calling.

Question 22

When dealing with an angry customer on the phone, it is appropriate to:

Accepted Answer

Acknowledge their frustration and ask them to calm down.

Answer

Tell them you can't help them.

Answer

Connect them to your manager without question.

Answer

Hang up the phone and call back later.

Question 23

During a phone interview, it is not recommended to:

Accepted Answer

Eat or drink during the conversation

Answer

Prepare questions in advance

Answer

Be professional and polite

Answer

Take notes during the interview

Question 24

The acronym "CRM" in the context of customer relations stands for:

Accepted Answer

Customer Relationship Management

Answer

Customer Response Management

Answer

Customer Records Management

Answer

Customer Relationship Mapping

Question 25

Beschreibe verschiedene Gesprächsführungstechniken, die in schwierigen Kundengesprächen eingesetzt werden können, und analysiere ihre jeweiligen Vorteile und Nachteile.

Accepted Answer

Aktives Zuhören: Dem Kunden die Möglichkeit geben, seine Bedenken vollständig darzulegen, um Verständnis und Empathie zu vermitteln.

Accepted Answer

Problembehandlungstechnik: Dem Kunden gezielte Fragen stellen, um das Problem zu analysieren und gemeinsam zu einer Lösung zu gelangen.

Accepted Answer

Sandwich-Technik: Positive Äußerungen mit negativen Rückmeldungen kombinieren, um Kritik abzumildern.

Accepted Answer

Tonfallanpassung: Die Tonhöhe und Lautstärke der Stimme an die Stimmung des Kunden anpassen.

Question 26

To greet a caller on the phone in a professional manner, you should say:

Accepted Answer

Good morning/afternoon, this is [Company Name].

Answer

Hello, thank you for calling.

Answer

Can I help you?

Answer

Who's calling?

Question 27

When a caller needs to be put on hold, the appropriate phrase to use is:

Accepted Answer

Could I please put you on hold for a moment?

Answer

Hang on a minute.

Answer

Wait here.

Answer

I'll be right back.

Question 28

When a caller is angry or upset, it is best to respond by:

Accepted Answer

Acknowledging their feelings and asking them to remain calm.

Answer

Interrupting them to explain the situation.

Answer

Arguing with them to prove your point.

Answer

Ignoring their concerns and ending the call.

Question 29

Which of the following is NOT a tip for effective phone communication?

Accepted Answer

Interrupt the caller frequently to clarify points.

Answer

Speak clearly and slowly.

Answer

Use a friendly and professional tone.

Answer

Summarize key points to ensure understanding.

Question 30

The most appropriate way to end a phone call is:

Accepted Answer

Thank you for calling. Have a great day!

Answer

Goodbye.

Answer

See you later.

Answer

I'll hang up now.

Question 31

To avoid errors in message taking, which action should be avoided?

Accepted Answer

Taking the message too quickly without clarifying details.

Answer

Asking for the caller's name and number.

Answer

Repeating the message back to the caller for confirmation.

Answer

Writing down the message correctly.

Question 32

Welche zwei ethischen Grundsätze sind bei Telefongesprächen besonders wichtig?

Accepted Answer

Datenschutz: Die Privatsphäre des Anrufers muss gewahrt und seine Daten dürfen nicht weitergegeben werden.

Accepted Answer

Vertraulichkeit: Informationen aus Telefongesprächen dürfen nicht an Unbefugte weitergegeben werden.

Answer

Höflichkeit: Am Telefon sollte man immer höflich und respektvoll sein.

Answer

Effizienz: Telefongespräche sollten möglichst kurz und effizient sein.

Question 33

Welche Technologie ermöglicht es, Telefongespräche über das Internet zu führen?

Accepted Answer

VoIP

Answer

GSM

Answer

Bluetooth

Question 34

How do you appropriately transfer a call to a colleague?

Accepted Answer

May I transfer you to [Colleague's Name]? They're available to take your call now.

Answer

Can you wait a moment?

Answer

I'll check if they're in.

Question 35

How should you respond to an upset customer?

Accepted Answer

I understand your frustration. Let me see how I can assist you.

Answer

What seems to be the problem?

Answer

I'm sorry, but that's not possible.

Question 36

When scheduling an appointment, which format should you use to request a specific time and date?

Accepted Answer

Would you like to schedule an appointment for [Time] on [Date]?

Answer

I'm free on [Date].

Answer

When can you come in?

Question 37

How do you appropriately end a phone conversation?

Accepted Answer

Thank you for calling. Have a pleasant day.

Answer

Goodbye.

Answer

Talk to you soon.

Answer

See you later.

Question 38

When making a phone call, what is the correct way to introduce yourself?

Accepted Answer

Hello, this is [Your Name] from [Company Name].

Answer

I'm calling from [Company Name].

Answer

May I speak to [Recipient Name]?

Question 39

Which of the following steps is NOT usually included when handling incoming calls?

Accepted Answer

Preparing for the call after the caller has hung up

Answer

Transferring the caller to a more appropriate person if necessary

Answer

Greeting the caller and identifying yourself

Answer

Putting the caller on hold to locate the requested information

Question 40

When screening incoming calls, it is crucial to:

Accepted Answer

Maintain a polite and professional demeanor, regardless of the caller's behavior

Answer

Interrupt the caller frequently to gather additional information

Answer

Repeatedly ask the caller to clarify their name and company

Question 41

Which of the following is an essential conversation skill for effective telephone communication?

Accepted Answer

Active listening

Answer

Speaking rapidly and unclearly

Answer

Frequently interrupting the caller

Answer

Talking over the caller

Question 42

What is the main purpose of using the reflective listening technique?

Accepted Answer

To demonstrate comprehension and encourage the caller to provide more details

Answer

To repeat the caller's message verbatim

Answer

To challenge the caller's perspective

Question 43

When transferring a call, it is essential to:

Accepted Answer

Inform the caller about the reason for the transfer and the name of the person they will be speaking to

Answer

Transfer the call without announcing the caller's name

Answer

Place the caller on hold for an extended period without checking in

Question 44

What is a common difficulty encountered when dealing with challenging customers over the phone?

Accepted Answer

Aggressive or confrontational behavior

Answer

Technical difficulties

Answer

Language barriers

Answer

Time constraints

Question 45

When dealing with an angry or upset caller, it is important to:

Accepted Answer

Stay calm and professional, even if the caller is rude

Answer

Raise your voice to match the caller's tone

Answer

Hang up on the caller if they become too difficult

Question 46

What is a primary advantage of using voicemail effectively?

Accepted Answer

It allows callers to leave a message when you are unavailable

Answer

It eliminates the need for direct phone contact

Answer

It guarantees an immediate response to all callers

Question 47

When recording a voicemail message, it is important to:

Accepted Answer

Speak clearly and concisely

Answer

Leave a long and detailed message

Answer

Use excessive technical jargon

Answer

Sound rushed or impatient

Question 48

Which of the following is NOT a recommended follow-up action after a phone call?

Accepted Answer

Ignoring messages or inquiries that were left.

Answer

Expressing gratitude to the caller for their time.

Answer

Sending a follow-up email summarizing key points.

Answer

Documenting the call for future reference.

Question 49

When answering an incoming call, what is the correct way to greet a caller?

Accepted Answer

Good morning/afternoon, [Company name]. This is [Your name]. How may I assist you?

Answer

Hi, this is [Your name]. What do you want?

Answer

Hello, [Company name] speaking. Can I help you?

Question 50

How should you end a business call?

Accepted Answer

Thank you for calling. Have a pleasant day.

Answer

Bye, see you later.

Answer

Okay, that's all. Goodbye.

Answer

No problem. Talk to you later.

Question 51

What is the key principle of effective communication during phone calls?

Accepted Answer

Active listening and asking clarifying questions.

Answer

Speaking quickly to save time.

Answer

Always agreeing with the caller.

Answer

Using technical jargon to sound intelligent.

Question 52

How should you handle a challenging or upset caller?

Accepted Answer

Remain calm and professional, actively listen to the caller's concerns, and work towards a solution.

Answer

Hang up on the caller immediately.

Answer

Become confrontational and raise your voice.

Question 53

What is the primary purpose of scheduling an appointment?

Accepted Answer

To agree on a specific time and date for a meeting or consultation.

Answer

To gather personal information about the caller.

Answer

To provide entertainment to the caller.

Question 54

Which phrase is considered polite when placing a caller on hold?

Accepted Answer

Please hold while I quickly check that for you.

Answer

Don't go anywhere, I'm coming back soon.

Answer

Just stay on the line, I'll be right back.

Question 55

What is an advantage of video calls over audio calls?

Accepted Answer

Enhances interpersonal connection and allows for nonverbal communication.

Answer

They are always free to make.

Answer

They are faster than audio calls.

Question 56

What is the appropriate response to the question: "Can I speak to Mr. Miller, please?"

Accepted Answer

Certainly, I'll connect you.

Answer

He is not in the office.

Answer

Who is calling?

Answer

Why do you want to speak with him?

Question 57

In the context of phone calls, what does the acronym "CRM" stand for?

Accepted Answer

Customer Relationship Management

Answer

Call Recording Manager

Answer

Call Routing Module

Answer

Customer Resource Management

Question 58

Welches Kommunikationsmittel unterscheidet sich von den anderen?

Accepted Answer

Post

Answer

Handy

Answer

Fax

Answer

Telefon

Question 59

Wie begrüßen Sie einen Anrufer professionell?

Accepted Answer

Guten Morgen, [Name des Unternehmens]. Hier ist [Ihr Name]

Answer

Hallo, [Name des Unternehmens]. Ich bin [Ihr Name]

Answer

Guten Tag, [Ihr Name]. Hier ist [Name des Unternehmens]

Question 60

Sie möchten einen Anruf weiterleiten. Wie formulieren Sie Ihre Frage?

Accepted Answer

Darf ich Sie mit [Name der Person] verbinden?

Answer

Es tut mir leid, [Name der Person] ist nicht verfügbar

Answer

Einen Moment Geduld, bitte

Answer

Könnten Sie bitte warten?

Question 61

Wie gehen Sie mit einem unzufriedenen Kunden am Telefon um?

Accepted Answer

Bleiben Sie ruhig und hören Sie dem Kunden aufmerksam zu

Answer

Unterbrechen Sie den Kunden und erklären Sie Ihre Sichtweise

Answer

Sprechen Sie mit dem Kunden in einem herablassenden Ton

Answer

Legen Sie dem Kunden auf

Question 62

Sie möchten eine Nachricht für jemanden hinterlassen. Wie fragen Sie danach?

Accepted Answer

Könnten Sie mir bitte eine Nachricht hinterlassen?

Answer

Es tut mir leid, ich kann Ihren Anruf nicht entgegennehmen

Answer

Bitte warten Sie

Answer

Können Sie mich später zurückrufen?

Question 63

Welche Informationen benötigen Sie mindestens, um einen Anruf zu tätigen?

Accepted Answer

Name und Telefonnummer der Person

Answer

Nur die Telefonnummer der Person

Answer

Nur den Namen der Person

Answer

Die E-Mail-Adresse der Person

Question 64

What is the most appropriate greeting when answering a business phone call?

Accepted Answer

Good morning/afternoon, [company name].

Answer

Hello, can I help you?

Answer

Hello, who is this?

Answer

This is [your name].